In the age of social media, customer feedback is instantaneous and if a client has a negative experience, they’ll spread the news faster than you can boot up your iMac. It is, therefore, imperitive that you establish processes to ensure you respond to requests, questions, problems, set-backs and stuff-ups appropriately and in a timely manner. Creating a responsive culture can enhance your reputation, profitability and, importantly, the longevity of your client relationships.